Full-text resources of CEJSH and other databases are now available in the new Library of Science.
Visit https://bibliotekanauki.pl

PL EN


2015 | 10 | 2 | 103-113

Article title

Relationship Ending in the Concept of Customer Relationship Management

Title variants

Languages of publication

EN

Abstracts

EN
The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client's or a firm's decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events.The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations.

Year

Volume

10

Issue

2

Pages

103-113

Physical description

Dates

published
2015-06-30

Contributors

  • Research Project Manager in ThinkTank Centre for Dialogue and Analysis in Warsaw
  • Finances and Management Faculty, the Higher Banking School in Toruń

References

  • Alajoutsijarvi K., Moller K., Tahtinen J. 2000. Beautiful exit: how to leave your business partner. European Journal of Marketing, 34(11/12): 1270-1289
  • Andruszkiewicz K., Nieżurawski L., Śmiatacz K. 2014. Role i satysfakcja interesariuszy w sytuacji kryzysowej. Marketing i Rynek, 8: 18-24.
  • Dwyer F.R., Schurr P.H., Oh S. 1987. Developing Buyer-Seller Relationships. Journal of Marketing, 51(2): 11-27.
  • Egan J. 2008. Relationship Marketing. Exploring relational strategies in marketing. Ed. 3. Harlow, England: Pearson Education Limited.
  • Geersbro J., Ritter T. 2013. Antecedents and consequences of sales representatives; relationship termination competence. Journal of Business and Industrial Marketing, 28(1): 41-49.
  • Gronroos C. 1997. Value-driven Relational Marketing: from Products to Resources and Competencies. Journal of Marketing Management, 13(5): 407-419.
  • Gummesson E. 2008. Total Relationship Marketing. Marketing management, relationship strategy, CRM, and a new dominant logic for the value- creating network economy. 3rd edition. Oxford: Butterworth-Heinemann.
  • Hajduk-Kasprowicz E. 2013. Doctoral dissertation under the title: Uwarunkowania zmiany dostawcy usług profesjonalnych przez klientów biznesowych na przykładzie branży badań rynku i opinii. Nicolaus Copernicus University, Toruń.
  • Halinen A., Tahtinen J. 2002. A process theory of relationship ending. International Journal of Service, 13(2): 163-180.
  • Havila, V., Holmlund- Rytkönen, M., Strandvik, T., & Tähtinen, J. (2001). Problematising the Phenomenon of Relationship Dissolution-a contribution of a Workshop. Oulu University Press, Oulu.
  • Helm S., Rolfes L., Günter B. 2006. Supliers' willigness to end unprofitable customer relationships. An exploratory investigation in the German mechanical engineering sector. European Journal of Marketing, 40(3/4): 366-383.
  • Hirschman A.O. 1970. Exit, Voice, and Loyalty: Responses to Decline in Firms, Organizations, and States. Harvard University Press, Cambridge.
  • Hocutt M.A. 1998. Relationship dissolution model: antecedents of relationship commitment and the likelihood of dissolving a relationship. Interenational Journal of Service Industry Management, 9(2): 189-200.
  • Holmlund M., Hobbs P. 2009. Seller-initiated relationship ending. An empirical study of professional business-to-business services. Managing Service Quality, 19(3): 266-285.
  • Michalski S. 2004. Types of Customer Relationship Ending Processes. Journal of Marketing Management, 20(9/10): 977-999.
  • Pick D. 2010. Never Say Never - Status Quo and Research Agenda for Relationship Termination in B2B Markets. Journal of Business Market Management, 4(2): 91-108.
  • Ping Jr. R.A. 1999. Unexplored Antecedents of Exiting in a Marketing Channel. Journal of Retailing, 75(2): 218-241.
  • Rogoziński K. 1998. Nowy marketing usług. Poznań Academy of Economics Editing House, Poznań.
  • Rogoziński K. 2006. Wpisanie relacji w marketingowy kontekst. In: Zarządzanie relacjami w usługach. Ed. W.K. Rogoziński. Difin, Warszawa, pp. 13-43.
  • Roos I. 1999. Switching Processes in Customer Relationships. Journal of Service Research, 2(1): 68- 85.
  • Ross I., Strandvik T. 1997. Diagnosing the Termination of Customer Relationships. AMA Proceeding of the New and Evolving Paradigms: The Emerging Future of Marketing. Conference from June 12-15. AMA, Dublin, pp. 617- 631.
  • Steward K. 1998. The Customer Exit Process - A Review and Research Agenda. Journal of Marneting Management, 14(4): 235-250.
  • Tahtinen J. 2001. The dissolution process of a business relationship. A case study from tailored software business. PhD Dissertation. Taken on 02 22, 2011 from the following website: http://herkules.oulu.fi/isbn9514265300/.
  • Tahtinen J. 2004. The Process of Business Relationship Ending - Its Stages and Actors. Journal of Market-Focused Management, 5(4): 331-353.
  • Tahtinen J., Vaaland T. 2006. Business relationships facing the end: why restore them? Journal of Business and Industrial Marketing, 21(1): 14- 23.
  • Tahtinen J., Blois K., Mittila T. 2007. How the Features of Business Relationships Influence Their Endings. Journal of Business Market Management, 1(3): 231-247.

Document Type

Publication order reference

Identifiers

YADDA identifier

bwmeta1.element.desklight-c6b73c9d-a8f8-42c5-86d4-901deb0ce27e
JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page.